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How to Collect SIP Logs for Troubleshooting in the Mongotel Softphone App
How to Collect SIP Logs for Troubleshooting in the Mongotel Softphone App
Session initiation protocol (SIP) logs are a very important part of the tech support and troubleshooting processes. They give our Agents quite a bit of info to work with, which can in turn make it easier to find a solution for any issues you may be facing.
This document will cover how to find those logs, how to save them, and how to send them to Mongotel Client Support.
Table of Contents
Desktop
Step 1: Click the Settings icon. Settings Step 2: Click “Controls.” Controls Step 3: Toggle “Log SIP Traffic” on and then click “Logs.” 1) Log SIP Traffic: On. 2) Logs. Step 4: Recreate the issue. Step 5: Go back to the Logs page. Step 6: Hover in the top right of the screen and click “Save.” Save Step 7: Select a download location and click “Save.” Downloading the SIP log. Step 8: Email the SIP log (siplog.txt) to helpdesk@mongotel.com.
Android
Step 1: Tap the triple vertical dots and select “Settings.” The triple vertical dots. Settings Step 2: Tap “Preferences.” Preferences Step 3: Toggle on “Troubleshooting log.” Troubleshooting log: On. Step 4: Move the app into the background, while keeping it in recent apps. Step 5: Reopen the app and recreate the issue. Step 6: Repeat Steps 1 and 2 and then Tap “Logs.” Logs Step 7: Tap the triple vertical dots and tap “Share.” Triple vertical dots Share Step 8: Tap “Save.” Save Step 9: Choose a save location and tap “Save.” Step 10: Email the SIP log to helpdesk@mongotel.com.
iOS
Step 1: Tap the Settings icon. Settings Step 2: Tap “Preferences.” Preferences Step 3: Toggle “Log SIP Traffic” on. Log SIP Traffic: On. Step 4: Move the app into the background, while keeping it in recent apps. Step 5: Reopen the app and recreate the issue. Step 6: Repeat Steps 1 and 2 and then Tap “SIP Log.” SIP Log Step 7: Tap “Share.” Share Step 8: Tap “Other.” Other Step 9: Email the SIP log to helpdesk@mongotel.com. Tapping the Mail icon to send an email.
Wrap-Up
When helpdesk@mongotel.com receives your email, Mongotel Client Support will analyze your SIP log and learn what we can about how to resolve any issues.
Having Trouble? Contact Support!
Either we’re forgetting something or this process is just too simple. If you’ve encountered a problem, comment it here and we’ll get to work writing up troubleshooting steps to solve it. In the meantime, our Support Team will be happy to connect.
Contact us at (718) 942-9990, by dialing 611 on any Mongotel-programmed phone, or by emailing helpdesk@mongotel.com and we’ll get you the care you need ASAP. For anything other than service-related requests or issues, the team at info@mongotel.com stands ready to assist you.